The Relationship AdvantageJan 01, 2001
Many firms have invested in customer relationship management, but only a few will achieve a competitive edge by doing so. George Day explains why, and explores how companies can gain a “relationship advantage.”
A “Total” Approach to Satisfying Customer NeedsJan 01, 2001
By attending to customers’ expressed and unexpressed needs, companies can improve business results, say John Narver, Stanley Slater, and Douglas MacLachlan. Their study addresses the concept of a “total” market orientation.
Getting the Price RightJan 01, 2001
Too often, says Joe Urbany, force of habit and intuitive beliefs drive pricing decisions. He suggests that managers re-think their price-setting routines.
Staying Flexible in Uncertain MarketsJan 01, 2001
To respond to changing customer demand, this study finds firms must examine all their supply chain relationships.
Capturing Visit Behavior Over TimeJan 01, 2001
By developing a model that captures the changes in online visit behavior, Wendy Moe and Peter Fader identify promising new target segments for e-tailers.